1. Thank the person for the feedback.
2. If you have made a mistake, admit it.
3. Apologize, if appropriate.
4. Promise to do something about it, and then do it.
5. Take steps to improve.
6. Enlist the other person’s help to monitor your progress.

Steps one through five seem highly appropriate for any organization or individual, as the book suggests, to respond to a complaint or criticism. Step six would only apply in certain situations.

Overall, the book is a breath of fresh air. The word complaint may well be substituted for communication. What better way to stay connected with customers than through ongoing communication? When you look at it that way, a complaint truly is a gift.

• New York State Office of Mental Health
  EVEREST INDUSTRY SOLUTIONS
  New York State has a large, multi-faceted mental health system that serves more than 500,000 individuals each year. The Office of Mental Health (OMH) operates psychiatric centers across the State, and also regulates, certifies and oversees more than 2,500 programs, which are operated by local governments and non-profit agencies. These programs include various inpatient and outpatient programs, emergency, community support, residential and family care programs.
  http://www.omh.state.ny.us
   
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  Acme Electric is a $110 million subsidiary of Key Components Inc, Tarrytown, NY. Acme's Aerospace Division designs and manufacturers power conversion systems for military and aerospace applications. These systems often include the Division's proprietary fiber nickel cadmium battery technology, offering high performance and extended life without maintenance. Applications include the Boeing 777, the Apache Attack Helicopter, and the Javelin Missile. Acme's Power Distribution Products Division manufactures an extensive line of standard transformer products that it sells through nearly 2,000 electrical distributors throughout the Americas and increasingly abroad. These products are typically incorporated into electrical systems to transform voltage levels for a wide variety of commercial, industrial and residential applications.
  http://www.acmeelec.com

• Sunpower UK
  EVEREST INDUSTRY SOLUTIONS
  The UK arm of a Taiwanese manufacturer, Sunpower UK sells power supplies produced by Sunpower's manufacturing facilities in Shanghai and Taiwan. Sunpower UK is also an authorized distributor of power supply products manufactured by Mean Well Enterprises.
  http://www.sunpower-uk.com
   
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  The business focus of Techmer PM is described by the origin of the company name: Techmer from Technical/Polymer, and PM for Polymer Modifiers. Founded in 1981, Techmer PM provides superior design and technical support for colorants and various additives that modify and enhance the end-use performance of plastic products. For example, carpet fibers used for sport surfaces and boat interiors require pigments that resist fading and UV stabilizer additives to protect the plastic from damage caused by ultraviolet light from the sun. Other applications include flame retardants for plastics used in construction and anti-static additives critical to prevent static discharge damage to electronic components packaged in plastic bags and containers. You won’t see the Techmer PM name on items that you purchase, but these colorants and additives play an important role in every industry including: automotive, home furnishings, hospital supplies, diapers, agricultural films, food packaging, and beverage crates. The end product of plastic pellets becomes one of the major raw materials in producing anything from a synthetic fiber, film, or molded part.
  http://www.techmerpm.com
   
• Diamond Innovations
  EVEREST INDUSTRY SOLUTIONS
  Diamond Innovations is the inventor and world's leading supplier of manufactured diamond, cubic boron nitride (CBN), and polycrystalline products. With sales offices in more than 25 countries and state-of the art technical centers, Diamond Innovations works directly with end user's to develop product and application solutions. Global Markets Served include; Aerospace, Automotive, Construction Renovation, Electronic, Glass, Oil & Gas, Stone and Woodworking.
  http://www.diamondinnovations.com
   
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  EVEREST INDUSTRY SOLUTIONS
  Cardiocom Multi-Disease Management is the leader in telemedicine solutions for daily remote patient monitoring and disease management. Cardiocom provides health professionals with home telemonitoring equipment and telehealth services to identify symptomatic patients and intervene early to prevent unnecessary hospitalizations. Cardiocom addresses CHF, COPD, Asthma, Diabetes, CAD and Obesity.
  http://www.cardiocom.com
   

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